Contact Center Associate 3

Core Summary

Contact Center Associate 3 serves as a Team Lead providing assistance to staff‑level employees to ensure compliance with department policies and procedures. The role assists the supervisor with staffing, report reconciliation, coaching processes, and other duties as assigned. It involves delivering courteous and efficient service to patients, accurately documenting and verifying patient registration information, and maintaining professional, timely communications with physicians, medical staff, and administrators. Success requires using the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties, and sites, applying medical‑triage expertise, and understanding government and commercial insurance requirements to schedule patients with appropriate providers promptly.

Core Responsibilities

• Serve as team lead and/or subject‑matter expert in support of the Manager and Supervisor.
• Act as the first point of escalation for agents and customers, handling complaints, questions, and queries.
• Ensure team members follow their schedules as designed.
• Assist the team supervisor with directing daily duties and communication so calls are answered in a timely, efficient, and knowledgeable manner.
• Monitor agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
• Maintain a safe and harmonious working environment for all team members and delegate duties as needed.
• Contribute to special or ongoing projects and assignments important to area/process improvement.
• Provide support across all services within the assigned team.
• Deliver a high level of patient service with consistent quality and productivity.
• Support the team by serving as a subject‑matter expert for peers.
• This list is not exhaustive and may be expanded to include other duties as necessary.

Core Qualifications

• High School diploma or equivalent.
• Minimum 3 years of relevant experience.
• General knowledge of office procedures and operations.
• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to maintain effective interpersonal relationships.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to lead, motivate, develop, and train others.
• Ability to process and handle confidential information with discretion.
• Skill in completing assignments accurately and with attention to detail.
• Any relevant education, certifications, and/or work experience may be considered.

Benefits

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission, and more.

Job Status: Full‑time · Employee Type: Staff